Client Resolution Specialist

Are you someone who likes to solve problems while helping clients? If you’re a curious person, with a mind for details then Client Advocacy might be the place to develop your career. We’re Truist’s specialist team who research complaints and complex interactions. Our work is an exciting blend of client facing communication, account and transaction research, and partner, back-office coordination. We need teammates who enjoy dissecting a complaint, who really want to understand issues impacting clients, and who love solving problems.

We’re a hybrid team, with remote and onsite work. This is a Monday-Friday, first shift role, with some flexibility with your daily start and end times.

Work on client complaint cases that include topics such as: account issues for personal client who own a variety of products from deposit accounts, mortgage loans, auto and other loans, and credit cards; and client complaints that Truist receives from various regulatory agencies or senior leaders. Uncover the issues impacting the client so we can assure the client we are working on their issues, de-escalate as needed, and solve the issues following Truist policies and procedures.

• Provide resolution and response to client complaints received by Truist, with focus on complaints coming from personal clients who own a variety of products, with some work on complaints that come from regulatory agencies or Truist senior leaders.
• Ensure resolution and responses are in full regulatory compliance and aligned with Truist’s policies and procedures.
• Manage and work a caseload of complaints through Salesforce and other Bank systems.
• Document cases thoroughly and ensure that client concerns have been adequately addressed in a timely and professional manner.
• Working to address client concerns while demonstrating Truist’s Purpose, Mission and Value systems.
• Be an active participant in on-going training as the banking landscape changes.
• Prioritize and organize tasks and work queues to meet deadlines; process information with a high degree of accuracy.

Required Qualifications:

• Consistent success in effective problem resolution
• 2+ years of client or customer facing experience (in person or phone)
• Routine experience with various MSOffice applications such as Word and Excel
• Excellent command of verbal and written English
• Ability to function effectively on a team with an off-site manager
• Prior experience or willingness to take part in recorded phone calls

Preferred Qualifications:

• Associate’s degree, or equivalent education and related training or experience
• At least 3 years of experience in financial services or another highly regulated industry
• Experience working with Salesforce

The annual base salary for this position is $45,760-$65,760

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment
• 10 sick days (also prorated)
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

For more details on Truist’s generous benefit plans, please visit our Benefits site.

Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law E-Verify IER Right to Work

Regular or Temporary:
Regular

Language Fluency:
English (Required)

Work Shift:

1st shift (United States of America)

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